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Complaints Procedure
1. Purpose
At Station House Vets, we are committed to providing the highest standard of veterinary care and customer service. This policy outlines how clients can raise concerns or complaints and how we will address them promptly, fairly, and transparently.
2. Scope
This policy applies to all complaints made by clients regarding:
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Clinical care of animals
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Customer service
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Fees and billing
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Facilities and cleanliness
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Staff conduct
3. How to Make a Complaint
Clients may submit complaints in the following ways:
We first recommend that you discuss your complaint with the vet concerned by calling the practice on 01653 618303 and speaking with them. If this is not possible, or you would prefer to speak to someone independent please follow the procedure below.
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In person: Speak to one of the Practice Directors – Lucy Nowell, Vicky Williams or Clare Brash
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By phone: Call our reception team and request a callback from one of the Practice Directors, stating you have a complaint. Please be aware all of our calls are recorded for training and monitoring purposes.
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In writing: Email or post a letter to the practice marked “Complaint – Confidential” addressed to The Practice Owners to be emailed to admin@stationhousevets.co.uk in the first instance
4. Information to Include
To help us investigate effectively, please include:
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Your name and contact details
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Pet’s name and relevant appointment dates
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A clear description of the issue
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Any supporting documents or evidence
5. Complaint Handling Process
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Acknowledgement: We will aim to acknowledge your complaint within 24 hours but please allow up to 5 working days
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Investigation: A designated senior member of staff will investigate the matter thoroughly.
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Response: A written response will be provided within 10 working days. If more time is needed, we will inform you.
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Resolution: We aim to resolve complaints through explanation, apology, corrective action, or other appropriate means.
6. Escalation
If you are dissatisfied with our response, you may escalate your complaint to:
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The Royal College of Veterinary Surgeons (RCVS): For concerns about professional conduct
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Veterinary Client Mediation Service (VCMS): For independent mediation
7. Confidentiality
All complaints are handled confidentially and in accordance with data protection laws.
8. Continuous Improvement
We use feedback from complaints to improve our services and prevent recurrence of issues.
Latest version : October 2025